SmartCommerce

Operations

• Define and execute the vision and strategy for Client Operations, balancing speed, quality, and scalability
• Build and lead a high-performing team of implementation managers and technical troubleshooting specialists
• Establish operational metrics and KPIs that drive continuous improvement in implementation speed, client satisfaction, and issue resolution
• Partner with Client Experience leadership to ensure smooth handoffs and consistent client journeys
• Collaborate with Tech Ops, Engineering and Product to influence product & process roadmap based on implementation insights and recurring client challenges
• Own the implementation methodology and playbook, ensuring repeatable success across diverse client profiles
• Drive on-time delivery of client implementations while maintaining quality standards and technical best practices
• Identify and remove bottlenecks in the implementation process through AI, automation, tooling, and process optimization
• Manage implementation capacity planning and resource allocation across the client portfolio
• Create scalable onboarding frameworks that accommodate both self-service and high-touch implementation models
• Serve as the escalation point for complex technical issues that require cross-functional coordination
• Establish troubleshooting protocols and SLAs that ensure rapid resolution without compromising long-term stability
• Build knowledge management systems that capture solutions and prevent recurring issues
• Conduct root cause analysis on critical incidents and drive systemic improvements
• Maintain clear communication channels with clients during escalations, managing expectations and building trust
• Act as the voice of implementation realities in product planning discussions
• Translate technical constraints and capabilities for Client Experience teams
• Provide Tech Ops with actionable feedback from client implementations and production issues
• Work with Sales and Solutions Engineering to ensure implementation feasibility is vetted during pre-sale
• Recruit, develop, and retain top talent with both technical and client-facing capabilities
• Foster a culture of ownership, problem-solving, and continuous learning
• Create career paths that recognize both technical expertise and client relationship skills
• Implement training programs that keep the team current on platform capabilities and troubleshooting techniques

Head of Client Operations

Human Resources

• Assist in the recruitment process by scheduling interviews.
• Reconcile HR Billing documents.
• Support the onboarding process for new hires, including preparing orientation materials.
• Help maintain employee records and HR databases to ensure accurate and up-to-date information.
• Assist in the development and implementation of HR policies and procedures.
• Participate in organizing employee engagement initiatives and team-building activities.
• Conduct research on HR best practices and industry trends to provide insights to the team.
• Assist with the preparation of HR reports and presentations as needed.
• Support employees during Open Enrollment and benefits implementation.
• Opportunity to take on a project that the intern can create and develop from scratch.

Human Resources Intern

• Track status of candidates in HRIS and responds with follow-up letters at the end of the recruiting process.
• Prepare new-employee files.
• Assist with recruitment and interview process, such as preliminary interviews, ATS maintenance and hiring manager communication.
• Oversee new employee onboarding and training, including communication and tracking.
• Coordinate company-wide training efforts and seminars, including sexual harassment prevention training and other required training.
• Administer health and welfare plans, including enrollments, changes and terminations.
• Process required documents through payroll and insurance providers to ensure accurate record-keeping and proper deductions.
• Support Vice President of HR in the Open Enrollment process, including broker and employee communications.
• Reconcile benefits statements on a timely cadence.
• Conduct audits of payroll, benefits or other HR programs and recommends corrective action.
• Assist with the preparation and administration of the employee review process.
• Perform Human Resource support by answering employee requests and questions.
• Update employee engagement materials such as slide decks, presentations, Q&A's etc.
• Complete Forms I-9, verifies I-9 documentation and maintains I-9 files.
• Submit and assists with new-employee background checks.
• Keep up-to-date on governmental laws and requirements that affect the organization.
• Assist with processing of terminations.
• Schedule meetings and interviews as requested by the Vice President, HR.
• File documents into appropriate employee files in an online HRIS system.
• Assist or prepare correspondence as requested, including but not limited to state unemployment requests, reference checks and other time-sensitive documentation needs.
• Performs other related duties as assigned.

Human Resources Coordinator

Security Engineer

• Manages the team responsible for ensuring the security of the organization's systems and information assets.
• Oversees the development and implementation of security systems, guidelines, and strategies.
• Implements processes and procedures to protect the organization against unauthorized access, use, disclosure, disruption, modification, and/or destruction.
• Conducts and reviews audits and risk assessments.
• Reviews and evaluates internal operations and controls.
• Oversees the migration of non-compliant environments to compliant environments.
• Ensures compliance with data protection guidelines and applicable laws.
• Develops, implements, and maintains a robust corporate compliance program that covers all relevant laws, regulations, and ethical standards.
• Defines, establishes, and continuously improves SmartCommerce's information security strategy, policies, and procedures.
• Leads risk assessments and develops mitigation strategies for compliance and security risks.
• Oversees the development and delivery of comprehensive compliance and security training programs for all employees.
• Manages and responds to internal and external audits related to compliance, security, and data privacy.
• Stays abreast of evolving regulatory landscapes, industry best practices, and emerging threats.
• Develops and manages incident response plans for security breaches and compliance violations.
• Collaborates closely with relevant departments including Product, Engineering, Data Operations, and Sales teams.
• Oversees third-party vendor risk management programs related to data security and compliance.
• Establishes and manages relevant certifications (e.g., SOC 2) and compliance frameworks pertinent to SmartCommerce's business.
• Prepares and presents regular reports on compliance and security posture, incidents, and initiatives to the executive team.
• Leads, mentors, and potentially builds a team of compliance and security professionals.
• Manages non-platform infrastructure, including user technical support, access requests, terminations, etc.

IT Security Manager

• Aid and facilitate human resource processes at all business locations; administer employee health and welfare plans and act as liaison with insurance providers.
• Administer enrollments, changes and terminations; process required documents through payroll and insurance providers; reconcile benefits statements and support Open Enrollment.
• Track status of candidates in HRIS, prepare new-employee files, assist with recruitment and preliminary interviews, maintain ATS and communicate with hiring managers.
• Oversee new employee onboarding and training; coordinate company-wide training efforts and required seminars.
• Assist with preparation and administration of the employee review process.
• Answer employee requests and questions; update employee engagement materials such as slide decks, presentations, and Q&As.
• Complete and verify Forms I-9; submit and assist with new-employee background checks; keep up-to-date on governmental laws and requirements.
• Assist with processing terminations; schedule meetings and interviews; file documents into online HRIS; prepare correspondence including state unemployment requests and reference checks.
• Perform other related duties as assigned.